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Project Manager, Digital Accounts Management
Bell Media
Québec Dorval, , Canada
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Bell is a truly Canadian company with over 137 years of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
The Bell Mobility team offers a full range of wireless products and services for residential and business customers, including the largest selection of superphones on the fastest and most advanced network technology.
Do you often think about how details fit within the big picture in the Digital environment?
Do you enjoy challenging the status quo?
Are you a visionary with improving the Digital Customer Experience and processes?
Do you enjoy working with others and positively influencing the way they think?
Are you proactive and like to show initiative?
Are you driven and find yourself seeking interesting work, new challenges and continuous learning opportunities?
If you answered an enthusiastic YES! Then we may have an exciting career opportunity for you!
Role
Reporting directly to the Senior Manager for Design and Delivery – Digital Account Management, the Project Manager is accountable for the successful implementation of large programs that help Bell to deliver a best in class Customer Experience Online, through our mobile app and through our Customer support teams.
The Project Manager is responsible to identify and implement solutions related to improving conversion rates and adoption of our digital channel. As well, the manager will be accountable for overseeing the management of the end to end delivery of cross functional projects. Finally, the candidate will need to keep learning from our direct (Telco) and indirect (Amazon, Apple..) competitors and market trends to always update the 3 years roadmap for digital.
The individual must be at ease with analytics, working on cross functional initiatives in large companies (good influencers) and executive stakeholders management. On a day to day basis, he/she will assess our customers’ needs and experiences, manage key stakeholders, influence partners, prioritize based on ROI, follow up on market trends in order to be able to deliver programs successfully. This individual needs to work with all business units including but not limited to IT, Channel Marketing, Retail, Marcom, Brand, Product Development and Legal teams across the business.
Key Responsibilities:
• Build and maintain solid relationships with key stakeholders to spread Customer Experience thinking throughout the organization.
• Communicate and liaise with senior executive team regarding project status, risks, and issues.
• Engage stakeholders to ensure full awareness of projects and to incorporate their perspectives
• Identification of new opportunities to enhance the delivery and support of Bell services through creative solutions
• Customer advocate, investigate and test existing channels to measure reliability and deliver continued improvements
• In partnership with different stakeholders (Pricing, Marketing, Brand team etc), build the strategy and own the overall program of Self Serve.
• Refinement, and delivery of the roadmap with respect to the Digital Experience (MyBell and MyBell Mobile) & Account Management portfolio – which includes deep dive analysis to target highest return opportunities that are aligned with the overall strategy
• The Digital Account Management and process improvements portfolio consists of optimizing all customer processes to make it very easy for customers to manage all their products and services with Bell. As we optimize and simplify our processes, the measure of success rely on having customers using Self Serve (open 24/7, easy to use)
• Oversight of the delivery of large scale projects involving:
• Assessment of Key Future Indicators (e.g. AHT, Call Volume Reduction, etc) benefits
• Creation and management of project plans (i.e. milestones, key deliverables, risks, issues, etc.)
• Requirements Definition and Functional Solution Design
• Operational Readiness Preparation
• Execution of Change Management
• Measurement and analysis of project metrics for business case substantiation.
• Ensure operational excellence by measuring and improving conversion rates, resolving issues, managing flows to be optimized and defect free, benchmarking.
Qualifications:
• Digital Experience
• Highly motivated individual with a passion for improving the overall Customer Experience and delivery of the initiatives, using metrics to drive results.
• Great influencer able to achieve culture changes within the organization
• The candidate must possess strong problem solving skills and have demonstrated the ability to be highly creative in formulating solutions.
• Ability to work in a fast paced environment and managing multiple projects through effective prioritization.
• Ability to identify and resolve concerns within MyBell and MyBell Mobile; in addition, identify areas of opportunity leading to an optimal Self Serve Experience
• Highly analytic to be able to measure, implement and control process improvements and learn exponentially
• Effective communication and presentation skills.
• Strong financial acumen with the proven ability to develop business cases and financial forecasts.
• Demonstrated strong leadership skills
Education and Preferred Experience
• 5 years+ of experience working with large scale projects; preferably with a large telecom, banking or technical company
• Project Management and Agile delivery experience would be desirable
• Agile and/or PMP certification would be an asset
• HTML, Java and CSS coding would also be an asset
• Passion for Digital and Mobile a must
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Toronto || Canada : Quebec : Dorval
Application Deadline: 08/28/2017
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.